Lead Client Services Project Manager, CX
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Lead Client Services Project Manager, CX based in the United States.
This role sits at the intersection of customer success, technical delivery, and program leadership, driving complex, high-visibility client engagements from initiation through completion. You will act as the primary point of contact for enterprise customers, ensuring alignment across technical, product, and AI-driven teams. The role is deeply focused on delivering measurable customer value through structured execution and proactive stakeholder management. You will oversee multiple concurrent CX programs in a fast-paced, global environment where precision, communication, and leadership are essential. With a strong emphasis on AI/GenAI-enabled solutions, you will help shape delivery strategies that improve scalability and customer outcomes. This position requires someone who thrives in ambiguity, leads with confidence, and ensures seamless execution across cross-functional teams.
Accountabilities:
Lead end-to-end delivery of complex client-facing CX and AI-enabled programs, ensuring outcomes are achieved on time, within scope, and aligned with customer expectations.
- Own the full project lifecycle across multiple concurrent CX and software/AI initiatives, from planning through execution and closure
- Serve as the primary client-facing leader, maintaining clear, consistent communication with stakeholders and executive leadership
- Develop, manage, and maintain project artifacts including plans, RAID logs, timelines, status reporting, and governance documentation
- Coordinate cross-functional teams across technical, product, and AI/GenAI groups to ensure alignment and delivery readiness
- Proactively identify, manage, and resolve risks, dependencies, and escalations with urgency and professionalism
- Drive accountability across internal and external stakeholders to ensure delivery excellence and customer satisfaction
- Mentor and guide project managers, promoting best practices in delivery, governance, and CX program execution
- Adapt delivery strategies to evolving priorities, ensuring agility while maintaining execution discipline
- 8+ years of project or program management experience leading enterprise, customer-facing technology initiatives
- Proven experience delivering end-to-end projects using Agile, Waterfall, and hybrid methodologies
- Demonstrated exposure to SaaS, technical delivery, and AI/GenAI-based solutions or programs
- Strong ability to manage multiple priorities, stakeholders, and complex delivery environments simultaneously
- Excellent communication and executive-level presentation skills, with the ability to influence and align senior stakeholders
- Strong analytical skills with experience managing risk, dependencies, and performance outcomes
- Proficiency with project management and reporting tools such as MS Project, Salesforce, Rocketlane, Power BI, or similar
- PMP certification required
- Leadership mindset with a solution-oriented, proactive, and highly accountable working style
- Experience mentoring or guiding other project managers is highly valued
- Competitive compensation with performance-based bonus eligibility
- Equity opportunities depending on role level
- Comprehensive health, dental, and vision insurance
- Flexible remote work arrangements
- Paid time off and company holidays
- Career development and internal mobility opportunities
- Learning resources and professional growth support
- Inclusive, collaborative, and innovation-driven work culture
- Exposure to cutting-edge AI and GenAI delivery programs.
Requirements:
Experienced delivery leader with a strong background in managing complex customer-facing software and AI-driven projects in fast-paced environments.
Benefits:
Operations pay context
Based on 4,310 disclosed Operations salaries on RoleSuite, the role pays a median of $111K/year, with most offers between $82K and $145K (10th–90th percentile: $63K–$185K).
See the full Operations salary breakdown →